This post started as a search for info on response times, but I see their customer service queue is overloaded at the moment. My Authenticator app seems to have lost my GW2 authenticator key (the Google key is still showing up fine), but that means I have no way to approve new networks for GW2 access. So I'm VPNing to my home network while travelling in order to play: it's a bit slow, but at least it works.
However, I see on looking at my previous ticket that it's not the first time I've had Authenticator lose the GW2/ANet token, and a manual reset seems to be a highly inefficient way to deal with such a problem. I can't only use SMS, because sometimes I'm travelling overseas and can't get SMS messages, but it would be really good to be able to set up BOTH app-based AND SMS two-factor authentication. That way if one failed, the affected user has a way to reset the other one themselves, rather than waiting for manual assistance from ANet customer support.
Is there any chance that could be added in future? Lots of organisations support multi-channel 2FA (for example, I can authenticate my Apple account using SMS or any one of a set of authorised devices, or even a recovery key that I keep in hard copy in a secure location); likewise, Google lets me use the Authenticator app or SMS or they'll call me on my registered land-line - any one of those is sufficient. Is it possible for ANet to consider allowing us redundancy as well as security? Given how many of the ticket requests seem to be related to account access, cutting out a whole bunch of "I can't get in" messages would surely be a quick return on investment.